Now Assist release notes

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 6 minutes to read
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    Summary of Now Assist Release Notes Washington DC

    The Washington DC release of ServiceNow® Now Assist enhances productivity and efficiency by integrating generative AI capabilities. This update provides better self-service, action recommendations, and AI Search functionalities, allowing users to leverage AI for improved service delivery.

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    Key Features

    • Role-Based Access: Restrict Now Assist skills by user role to control access to generative AI capabilities.
    • Conditional Skill Availability: Define conditions for when Now Assist skills are accessible based on specific fields.
    • Data Steward Role: Assign data stewardship to manage data sharing and generative AI decisions.
    • ITSM Virtual Agent: Use pre-built LLM topics for common IT tasks like checking ticket statuses.
    • Chat Summarization: Automatically generate summaries for agent chats transferred between users and agents.
    • Dynamic Translation: Enable multi-language support for Now Assist applications.
    • Code Generation: Generate code from user descriptions in the Code with Now Assist dialog box.

    Key Outcomes

    Upgrading to the Washington DC release equips ServiceNow customers with advanced generative AI tools that streamline workflows and enhance user experiences. Key outcomes include improved compliance with data sharing preferences, enhanced chat features, and better customization options for skills and content generation, ultimately leading to increased productivity and user satisfaction. Ensure your system meets the prerequisites, including enabling the Next Experience UI Framework for optimal functionality.

    The ServiceNow® Now Assist application brings generative AI to your organization. You can improve productivity and efficiency by delivering better self-service, recommending actions, delivering answers, and providing your users with AI Search. Now Assist was enhanced and updated in the Washington DC release.

    Now Assist highlights for the Washington DC release

    • Restrict Now Assist skills by user role in-product to organize who has access to generative AI capabilities.
    • Add conditions that are based on fields that control when a Now Assist skill is available.
    • Assign the data steward role to users to determine who can make decisions regarding data sharing and generative AI on your instance.
    • Consult the Now Assist journey checklist to guide you in your generative AI implementation on the instance.
    • LLM-based Virtual Agent topics to check IT ticket status and pending approvals.
    • New input and prompt configuration for record summarization skill
    • Automatically generate chat summarizations for conversations that are transferred between requesters, virtual agents, and live agents
    • Enable Dynamic Translation for Now Assist applications and customize language support

    See Now Assist for more information.

    Important:
    After purchasing a generative AI product, you can install it from the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    Important information for upgrading Now Assist to Washington DC

    For more information about troubleshooting your Now Assist application and plugin upgrades, see the KB article for issues and mitigation for Now Assist upgrades.

    New in the Washington DC release

    New Now Assist skills
    NDS cards in the Now Assist panel
    In the Washington DC patch 4 release, the Now Assist panel displays the Next Experience Design System (NDS) cards carousel if the requester has multiple options to choose from.
    Restrict Now Assist skills by user role in-product
    Specify the roles that apply to the users who can access Now Assist skills in-product, such as on forms and in workspaces. Users without the specified role can't use the skill. This security feature matches the implementation for skills in the Now Assist panel.
    Add conditions to skill availability
    Define when Now Assist skills are available, in-product and in the Now Assist panel. Conditions can be based on any field and value, such as Location or who opened the case, to help with compliance with any generative AI restrictions.
    Assign the data steward role
    Select a dedicated user to determine data sharing preferences for your instance.
    Using ITSM Virtual Agent pre-built LLM topics
    Complete the common IT-related tasks such as checking the IT Ticket status and pending approvals using Virtual Agent topics that use large language model (LLM) discovery.
    Create copies of Now Assist skills
    Create and configure copies of Now Assist skills to best suit your use cases while keeping out-of-the-box skill configurations intact.
    Chat summarization
    Automatically generate Agent Chat chat summarizations for conversations that are transferred between requesters, virtual agents, and live agents.
    Enable Dynamic Translation for Now Assist applications
    Turn on Dynamic Translation from the Now Assist Admin console to add multi-language support to serve users who speak different languages.
    Generate code from text using the Code with Now Assist dialog box
    Tell Now Assist what code to generate by opening the Code with Now Assist dialog box from a script editor and describing what you want the script to do. The text you enter is used to generate code in the script editor, which you can accept or reject.

    Changed in this release

    Now Assist panel icon displays asynchronous notifications
    The Now Assist icon displays an increased badge count if the Now Assist panel is closed and a new message is available.
    Now Assist journey checklist on the Overview page
    On the Now Assist Admin console Overview page, you can view a journey checklist to help plan and execute your generative AI implementation. Detailed steps include how to install plugins, turn on the Now Assist panel, activate skills, review account settings, and monitor skill performance.
    New process for opting out of data sharing preferences
    A user must be in the Generative AI Controller application scope and have the data_steward role to opt out of data sharing for the instance.
    New input and prompt output configuration for record summarization
    When activating or editing case or incident summarization skills, the new guided setup includes more options. The options for choosing the inputs provided to the LLM have been expanded. Prompt output customization with new section options has been added to help ensure agents have the information they need.
    Code completion off by default
    Turn on generating scripts from code with the sn_now_assist_code.enable_promptless_experience system property.

    Activation information

    Now Assist features are available with activation of any Now Assist plugin. The following plugins are available:
    Note:
    The generative AI features that are available with Now Assist plugins may vary.
    For more information, see Install Now Assist plugins.

    Additional requirements

    The Next Experience UI Framework must be enabled to use the Now Assist panel.

    Browser requirements

    Now Assist supports various browsers, including Google Chrome and Microsoft Edge. Now Assist isn’t supported in Microsoft Internet Explorer

    Localization information

    Now Assist is currently available for English only.

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